IT Support
Important Information
Experience: 2-3 Years
Location: Bangalore & Pune
Job Mode: Full-time
Work Mode: Hybrid
Job Summary
As an IT Support professional, you will play a crucial role in maintaining and improving the functioning of the company's information systems department. Your responsibility will be to ensure the optimal operation of computer systems, telephony, and networks at the assigned location. You will also assist in the implementation of projects aimed at identifying and evaluating new technologies/tools and implementing them as required.
Responsibilities and Duties
- Maintain and enhance the functionality of the company's Information Systems Department to ensure the optimal operation of computer systems, telephony, and networks at the designated location
- Provide dedicated support and maintenance for servers, user accounts, backups, telephony systems, access control and cameras, configuration and upkeep of communication equipment, as well as management of cloud applications
- Prepare the annual budget for the IT department at the headquarters
- Assist in the implementation of projects aimed at identifying and evaluating new technologies/tools and implementing them as required
- Collaborate with cross-functional teams to troubleshoot and resolve technical issues related to IT systems
- Review and attend in an expeditious, efficient and innovative way, the tickets that are generated and that come to your attention, and include the time dedicated to the solution of the problem or event.
- Assist with user account management, including password resets and access rights management and software installations.
- Manage email accounts in the corresponding tool according to corporate guidelines (creation of new accounts, backup and deletion of accounts of personnel leaving the company, generation of email traffic reports, etc.).
- Coordinate the installation of equipment, software, environment configurations, remote use of equipment and provide support according to company guidelines.
- Support in the administration of software licenses, verifying that they are used appropriately and in case of vacancy return them to the pool. Escalate situations that may affect the company's licensing.
- Support the internal systems management process when necessary.
- Monitoring and Maintenance
- Security and backup
- Implements, operates, and maintains software distribution and end-point client administration tools through on prem and JAMF Cloud server environments.
- Provide support for all Mac equipment, Apple Laptops, Workstations and Servers.
- Utilize JAMF Pro to ensure a standard version level of MacOS and applications across all Macs and devices.
- Ensure managed devices comply with good security practices and relevant policies.
- Develop, test and certify Mac OS (Monterey, Big Sur, Ventura and any future OS).
- Coordinate the build, test, and deployment of installer packages, application updates, and operating system updates..
- Create and maintain technical documentation as well as assist with training and related materials as needed; serve as a subject matter expert for escalated technical issues or complex use cases.
- Work with the Information Technology team to help diagnose and resolve helpdesk issues and ticket submissions.
- Conduct product evaluations and participate in the selection process.
- Assist in tracking of IT hardware assets using our asset tracking system.
- Pro, MacBook Air, iMac, iMac pro, iPad and iPhones.
Qualifications and Skills
- Hands on experience in trouble shooting MAC Machines.
- Excellent troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues effectively.
- 2+ years of experience in supporting users through phone / remote session.
- Basic DNS knowledge.
- Advanced O365 knowledge.
- Creating user accounts, reset passwords, unlock account etc. in AD.
- Creating security /distribution groups.
- Troubleshooting Outlook and other software installations.
- Trouble shooting IE, Chrome, Mozilla and other browsers.
- Portuguese or Spanish proficiency.
Role-specific Requirements
- Skillset competencies: IT Support, Portuguese/ Spanish Language proficiency
About Encora
Encora is the preferred digital engineering and modernization partner of some of the world's leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora's technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.
At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.
